ACCOUNT_STATE_EVENTS. Changes to the state of the customer's cards, account or profile, and what caused them: card locks, holds, freezes, restrictions, closures, replacements and activations; declines with their reason codes; failed or incomplete verifications (OTP, KBA, step-up); travel notices created, cancelled or expired; mobile number, email and address changes. Always keep the date of the event, the card last-4 (for example *1791), the merchant, the amount, the city and the status or reason code exactly as written. When a value replaces an earlier one (a new phone number, a replacement card, a cancelled travel notice, a restriction lifted), record both the new current value and the earlier value it superseded, with the date of the change, so that the current value and the history are both preserved. Copy identifiers verbatim and in full: phone numbers as written (for example +1-512-555-1821, never 'a number ending in -1821'), card last-4 as *1234, amounts with cents, and merchant names in full. Each dated event is its own memory: never merge events with different timestamps into one memory, even when one caused the other; instead say in the later event's memory which earlier event it follows from. Update an existing memory only when a new event supersedes the same attribute (the phone number on file, the active card, the status of a travel notice, hold or restriction), and then keep the earlier value and its date in the updated memory.

ADVICE_AND_COMMITMENTS. What the bank told the customer that applies to them, and what the bank promised to do. Includes: policies and terms explained for the customer's own card or situation (fees, rates, redemption rules, eligibility, what a card does or does not need), one-time courtesies granted and their conditions (for example a fee waived and how often that can be done), deadlines and windows given to the customer (when a credit becomes permanent, when a promotional rate ends, when they may ask again), and follow-ups promised (a callback, a letter, a fee reversal, an escalation) with who promised it and by when. Keep the date of the conversation, the exact values as said (amounts with cents, rates, point amounts, periods, dates) and resolve relative dates ('within ten business days', 'next Tuesday') to a calendar date while keeping the original wording. When a later agent corrects earlier advice, record the corrected value as current and keep the earlier value and its date as superseded. When a later conversation shows whether a promise was kept (the callback happened, the letter never arrived and was re-requested), record the outcome with its date. Generic information that was not applied to this customer (standard fee schedules read out, marketing, hold messages) is not a memory, and neither are hypotheticals the customer raised without acting on them.

CONTACT_AND_CASES. The customer's contact details and open matters with the bank. Includes: email addresses, callback and landline numbers and which number the customer wants to be called on, with corrections resolved (a mistyped or misheard value that was corrected in the same conversation is not the customer's value; record only the corrected one); case, claim and reference numbers exactly as given; disputes with the merchant, amount, date and each change of status (opened, provisional credit, merchant response, resolved) with its date. When a contact detail replaces an earlier one, record the new value as current and keep the earlier value and the date of the change. Values that appear only in quoted older messages, or that belong to another person (a spouse, an authorised user), are not the customer's current details; say whose they are if they are recorded at all. Copy identifiers verbatim: full phone numbers, full email addresses, CASE-/DSP- numbers, amounts with cents.